Airtel Tanzania, the third-largest mobile operator in the country, offers a wide range of telecommunications services including mobile, broadband, and digital solutions. As of late 2024, the company was working with the Tanzanian government to expand its digital infrastructure, including the national fiber optic backbone. Airtel Tanzania customers can use the “One Network” service, which allows roaming at local rates in other countries where Airtel Africa operates. This service also extends to India, Bangladesh, and Sri Lanka.

Responsibilities

Financial and Sales Management

• Develop and implement sales strategies to achieve hub-level revenue and profitability targets.
• Set clear sales goals and KPIs for store supervisors and monitor performance regularly.
• Analyze sales reports from all spokes/stores, identify trends, and recommend corrective actions.
• Drive upselling, cross-selling, and promotional activities across stores.
• Ensure consistent execution of sales campaigns and marketing initiatives.
• Work with the assigned shops team to monitor and drive retail KPIs.
• Monitors the availability of Airtel products within the assigned Airtel Shops and takes remedial action where necessary.
• Manage promotional activities in the Airtel Shops and reports noted problems to higher senior management for action.

Customer satisfaction on service

• Oversee handling of customer queries and complaints across all stores.
• Ensure Staffs and supervisors are trained in effective complaint resolution.
• Monitor customer satisfaction levels and implement improvements where needed.
• Ensure customer satisfaction on complaints.
• Ensuring G.U.E.S.T [Greet, Understand, Explain, Seek Feedback, and Thank Customer] performance is adhered.
• Ensure customer NPS is achieved as per the set standards

Employee Engagement

• Supervise and support store supervisors managing individual spokes.
• Provide coaching, training, and performance evaluations to supervisors and sales teams.
• Foster a high-performance culture focused on customer satisfaction and sales growth.
• Ensure staffing levels are adequate and aligned with sales demands.
• Monthly review of each shop performance as per the PnL
• Drive team Employee Engagement for improved performance and talent retention.
• Develop and motivate team members through on job coaching.
• Prepare plans to action engagement feedback for team.

Retail Operations & Compliance

• Ensure all stores comply with company policies, financial controls, and operational standards.
• Monitor stock levels, minimize shrinkage, and ensure timely replenishment.
• Conduct regular audits of store performance, presentation, and compliance.
• All showroom employees adhere to showroom processes.
• Ensure timely Petty cash retirement for the shops.
• Implementation & Control of retail operations.
• Drive retail operations framework as per shop operations procedure manual.
• Drive consistency in ‘look and feel’ of all showrooms and franchise shops.
• Partner staff at retail shops management & ensure adherence of the processes

Training

• Shops agents to attend timely on all mandatory assigned training

Qualifications

Educational Qualifications & Functional / Technical Skills

• Advanced diploma/University Degree in Accountancy/Materials Management/Banking or Business Administration
• IT Literacy

Relevant Experience (Type of experience and minimum number of years)

• 4 or more years’ experience in Retail environment.
• 2 or more years’ experience in telecommunication industry
• Managerial skills

Other requirements (Behavioral etc.)

• Business awareness.
• Strong analytical skills and problem-solving skills.
• Excellent planning skills.
• High personal standards and goal oriented.
• Excellent interpersonal skills.
• Excellent and effective communication skills, both orally and in writing